GoKarts USA

Complaint: [redacted]I am rejecting this response because:
During the 3/13/17 case, I never received a request to complete any forms nor pay $75. These items were also not requested from me during the 8/23/16 request or the 1/4/17 request. While I understand that you have "policies", they appear to be loosely enforced at best. On 6/13/17 I provided you the information to collect the $75 fee and I now expect to receive a tracking number for the shipping of the documents, ASAP. And if there is a form that I need to fill out, you need to provide that to me as I have not seen it on any of these occasions, including the current open case.  Sincerely,[redacted]

We have already issued a full refund to the customer including shipping. Our GTC Torque Converters for Go Karts and Mini bikes are top-of-the-line. We have a Large Mounting late, and a mall Mounting Plate. This customer wanted the Small plate which was out of stock. It is now back in stock

I made a purchase from their catalog online in Nov 2014. The assembly I ordered never had a tracking number and after several calls to customer service found out the item was on back order. That process took almost 3 weeks to get any info
The assembly was finally shipped and I received it on Jan 6 2015. The picture and product description both showed it came with two chrome trees for the fork tubes. When I opened the box there was just two tubes. Again I called cs and after being on hold for 30 min was told to fill out a help request which I completed. 2 days later I received an email from a tech that pretty much said I don't know how to read. He said the ad clearly states that no trees come withe assembly. He said I should buy them. I then filled out a refund request and to this day have not heard anything from them.

Ordered karts to be shipped to Texas. I have two confirmation numbers of successful wire transfers from [redacted] to [redacted], but received a notice saying order terminated due to lack of payment. When we called and spoke with [redacted] he stated we needed to talk to [redacted] in accounting. Then he told us that [redacted] is very busy and doesn't keep regular office hours so we couldn't speak to him on the phone. We then asked for a manager then we were told there were no managers available they keep irregular hours.
So after 10 minutes of round and round [redacted] then told us he could no longer discuss our "case" because it was under review by management. None of which were there at the time because they keep irregular office hours and are very busy. Not sure how a company operates with such irregular hours by all staff that are responsible for resolving customer issues?
We just hope we haven't been taken for $6,400.00! Needless to say proceed with caution with this company. If you are looking for a company with a good costumer service team, LOOK ELSE WHERE!!!

Dear [redacted], You purchased your scooter on 4-23-2014. On 3-13-2017, we received an MSO request from you requesting Title Documents. Title on a vehicle is only issued at purchase time. After 2 years, we would have to request that the Manufacturer issue a Duplicate Title at a cost of $75. Also, we...

requested that the customer complete the PDI form as required by law. We did not receive the $75 fee nor the PDI form. The customer can complete another MSO Request, Include the PDI and pay the Duplicate Title fee of $75.

Complaint: 12332921
I am rejecting this response because:They sent me an email yesterday afternoon letting me know that they were NOT refunding the additional $34.60 return shipping Fee.-----------------------------------------------This is message rec'd yesterday 8/16/2017
  @ 6:36: Hi [redacted], I was able to speak to speak to my guys in payments here about your situation with this torque converter and got you the full refund on your order, unfortunately we were not able to reimburse you on your return shipment. You should receive your money in 2-3 business days   From,  [redacted] GokartsUSA----------------------------------------------
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/02/03) */
To Whom it may concern,
In regards for our customer [redacted], Order Number (XXXXXXXX) and Help Request Numbers (20153830/XXXXXXXX). He purchased Monster Dog II mini Bike on 12/10/14, which he received on the 16th. He contacted us...

requesting assistance, so one of our customer service representatives inform the customer to fill out a help request In that help request [redacted] states "I received the shipment today and found much damages due to the manner in which it was packaged. The front fender was shipped between the rear wheel and rear fender resulting in deep gouges due to the bolts attaching rear fender. The handle bar had missing paint because it was tie-wrapped to the shipping frame with no protective wrapping. The faux fuel tank was scratched by the cardboard packed on it and scratched because it was shipped leaning into shipping frame. See photos. I have more." On The 18Th one of our Advisers reviewed the photos that [redacted] Attached with his Help Request. After reviewing the Adviser responded with "Hi [redacted], my name is [redacted] and I will be your Adviser for this request. Sorry for the freight damage. I have reviewed your photos which show some scratches on the crate and product. We have requested the manufacturer to send you some touch-up paint. Go ahead with your assembly, if you discover any missing or damaged parts, you can complete another Help Request with a list of parts or for any further assistance. we can request replacement parts free of charge under warranty. Thanks, [redacted]." [redacted] was also informed that same day that touch up paint had ordered from the manufacturer. That same day [redacted] created another Help Request, "This is my SECOND help request. I submitted one two days ago (Order No. XXXXXXXX). I have also called several times. I have not received any response to my multiple inquiries. As I explained in my prior help request, the minibike arrived with a scratched fuel tank, handle bars, and front fender. I included photos with that request. I purchased this as a Christmas gift, but now you are leaving me in the position of giving a scratched up gift. I can be reached at XXX-XXX-XXXX or XXX-XXXXXXX." At this point we gave the customer a two Choices; he can either return the bike, or he can fill out a warranty claim request with a list of the damaged parts to get them covered under warranty. After we informed the customer of his options we never heard back from the customer. He never filled out a Warranty Claim Request to get coverage on the damaged parts. At this point the offer still stands on the table, [redacted] can either return the mini bike back to us or he can fill out a Warranty Claim Request with a list of the damaged parts. If he would like to go down the path of returning the monster dog, please fill out a RMA Request on our website. If [redacted] would like to get the parts sent out to him, please fill out a Warranty Claim Request and use this link to the parts guide on our website http://gokartsusa.com/Monster_Dog_Minibike-1.aspx. The Parts Guide is underneath The Monster Dog II. Some Assembly Required. If you will please provide us with the part number and part name that will be greatly appreciated.
Initial Consumer Rebuttal /* (3000, 12, 2015/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In addition to submitting 4 written "help requests" I placed many phone calls to Go Karts USA. I was only allowed to speak with their "customer service representatives," who have no authority to decide anything. During each of these call I asked to speak with a person who evaluates these issues and decides how they would be handled. Each time my request was denied.
As a side note, the "help request" GoKarts USA requires its customers to complete to receive any response is a form that only allows 500 characters to explain the many issues. Thus, I could only provide brief descriptions of the problems.
Nevertheless, I completed 4 "help requests," not just the two they described, in their response. In each I asked and even pleaded for someone with authority to resolved the problems to please contact me via telephone. GoKarts USA never called me. In sum, their "resolution" of damaged products is limited to forcing a customer to fill out a short form, where the customer can only provide a brief description of the problem. No one will call you to find out more or discuss resolution of the problems, and customers are left with simply accepting the inadequate resolution decisions that are made.
As I explained in my original complaint, the torque converter and the rear wheel were also defective. Those were the subject of other help requests that GoKarts USA fails to address in its response to this complaint. Indeed, in response to my "help requests" on these issues, GoKarts USA failed to offer to do anything to resolve these issues. The only response was that I could return the minibike, at my own shipping cost (to California) and also pay a 20% restocking fee on top of that. Nor did GoKarts USA ever mention filing a warranty claim. Moreover, many of the problems addressed in my original request, which is the only thing they discuss in their response to the complaint, concern damages that were caused because of their improper packaging for shipment, not warranty matters.
Since the submission of my original complaint, I have learned that the rear wheel of the minibike would not hold air because of defective welds in the wheel. I had to replace this at my own cost. I also discovered, after the repairs to part of the torque converter, that it would not function correctly. Closer examination of the torque converter revealed that the bearings appeared damaged and the driven shaft appeared to wobble.
Since I had no luck in getting GoKarts USA to make any effort toward actually resolving any issues with the minibike, I contacted the distributor of the minibike directly to seek assistance. The distributor informed me that the defective torque converter was common and that they had seen this same defect on a number of their minibikes recently. The distributor replaced the front fender and provided the black touch-up paint that GoKarts USA refused to provide. They also installed a new torque converter at a discount. In all, I am still out several hundred dollars an many hours of my own time in getting items repaired and/or replaced to get the minibike operational. In fact, it was only yesterday, six weeks after I began seeking resolution of this matter, that the minibike was finally repaired and operational.
I am not deluding myself into believing that GoKarts USA will ever do anything to make this right. I simply feel that future customers should know what I experienced and what they should expect if they do business with GoKarts USA.

Initial Business Response /* (1000, 7, 2015/10/01) */
Revdex.com Complaint Resolution Department:
Our customer, [redacted], purchased his product on April 10th 2015. He received his product within a reasonable time frame. Then, on April 24th 2015, the customer completed a Help...

Request stating that he accidentally drained his gear oil instead of engine oil and he wanted to know how to replace the gear oil. Also, he was unable to start the go kart and he was unsure if it was getting gas. He did not have a qualified mechanic perform the vehicle setup. Unfortunately, as soon as the customer tried to change his oil he voided his warranty. We require all product setup to be performed by a qualified mechanic or the manufacture will void your warranty.
Directly from our order terms, "If you are a new enthusiast, welcome to the exciting world of power-sports. You should know that power-sport products require a substantial amount of mechanical support to uncrate setup, adjust, maintain, repair and upgrade. This support is required on an ongoing basis. These activities apply to a used product as well as an item brand new out of the box. We strongly recommend that a qualified mechanic perform the setup and all other mechanical repairs to keep your product operating properly and safely. Mechanical services and labor is not covered under warranty under any circumstances. Additionally, manufacturers may require proof that a product was setup by a qualified mechanic in order to provide warranty coverage. By placing an order with GoKartsUSA you agree to these terms."
In the three Help Requests that the customer filled out, not once did he provide a mechanic's setup invoice. Now, the GY6 150 is a clone of the Honda Helix 150. Many of these motors were sold under the Honda Brand. Lastly, if the customer can provide a valid mechanics invoice for initial setup and maintenance on the product, we can discuss warranty coverage.
Thank You,
GoKarts USA
Initial Consumer Rebuttal /* (3000, 9, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me start off by saying that when I made my first or second call I was insructed to change the oil because they said the oil in it was basically for shipping only.That wasnt in the poor instructions.They were very limited in information.Several more calls were made to ask about the machine leaking oil.I was told three times that it was normal for this type of motor to leak.My fourth call or so I complained out the machine only topping out at 30 mph and no wear near the 43 mph the specification indicates.I also complained about the oil again and was told this time that it shouldnt leak.I was transfered to I believe dennis a possible owner or manager and my displeasure first about the oil and why my machine doesnt get up to speed. His response was buy the performance parts and it will.Funny in the specs on the website it doesnt say it will go 43.5 max speed if you purchase performance parts. It says max speed 43.5 mph.We can probably go back and forth on who said what and get no wear.I dont have recordings or proof of my phone calls and If they do Its what they want you to hear.All is a mute point when I found out I bought a fake none existence motor honda gy6 150 .The proof I do have is that before you changed your website features of the trailmaster 150 xrs after you received this complaint it know says a reliable honda clone.I purchased this product under you features and specs. information it was a honda motor that goes 43 mph. not a clone of a honda.Very misleading to all who have purchased this product.I am looking for a full refund or a honda gy6 150 engine with full labor to install but since that motor doesnt exist according to honda a full refund should be granted.
Final Business Response /* (4000, 17, 2015/11/18) */
Good afternoon [redacted],
GoKarts USA would like a copy of the invoice showing a licensed mechanic did the work on your engine. If you have a copy of that document please forward it to me.
Also here is the information they sent regarding the engine you purchased. This was taken directly from their website.
email sent to the consumer.
Here is the Link on Website.
http://gokartsusa.com/hondagy6engine.aspx
Final Consumer Response /* (4200, 20, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont accept the fact that they changed the website to further clarify rather than misrepresent the fact they are selling a motor that doesnt exist.Funny the website was changed when I made my complaint. There is nothing stating a clone motor is in the 150 xrs.They may sell some clone engines but not stated in the features on the 150 xrs. I am very disheartened that the Revdex.com cant see through this false advertising.Nonetheless it still doesnt run right and doesnt come close to the 43 mph as specified in the specs.I was told it will if you buy performance parts.Not stated in there specs that way.Still looking for customer satisfaction .When I purchased this product it stated reliable honda gy6 150 engine that has max speed of 43 not a clone and need to purchase performance parts.

Hello [redacted],
 
Please ship back that part and will give you a refund back on the credit card instead of store credit.
 
Thank You,
[redacted]
GoKarts USA

Hello Mr. [redacted],
 The 215 minibike kit is a mechanically intensive build. For this reason we sent you a Mechanic Advisory Form prior to processing your order. The frame you received is hand crafted by our fabricators and each frame is unique. We strive to fabricate these frames closely to...

insure quality control but sometimes frames can have minor non-critical variations. Aligning your centrifugal clutch with your rear sprocket can be very mechanically intensive for even the most experienced mechanic. GoKarts USA is not responsible for this portion of your project.
In our opinion 21 days is more than enough time to request a return if a product does not meet your expectations. In your case, you requested to return the clutch from your original order. When you filed your Help Request, Your return opportunity had expired in accordance with this policy. Our customer Support Team made an exception for you and attempted to work with you to resolve the issue. 
To Move foward, you may return the clutch for a prompt full refund in Store Credit. After this you may purchase another drive system suitable for your application. Normally, there would have been a 20% restocking Fee applied to your Refund. We are attempting to present a reasonalbe solution that we both can agree upon. Please submit a Return Request located in the customer Service sectoion of our website and we will issue you a Return Merchandise Authorization number.
Thank You,
[redacted]
GoKarts USA

Hello Mr. [redacted],
 The 215 minibike kit is a mechanically intensive build. For this reason we sent you a Mechanic Advisory Form prior to processing your order. The frame you received is hand crafted by our fabricators and each frame is unique. We strive to fabricate these frames...

closely to insure quality control but sometimes frames can have minor non-critical variations. Aligning your centrifugal clutch with your rear sprocket can be very mechanically intensive for even the most experienced mechanic. GoKarts USA is not responsible for this portion of your project.
In our opinion 21 days is more than enough time to request a return if a product does not meet your expectations. In your case, you requested to return the clutch from your original order. When you filed your Help Request, Your return opportunity had expired in accordance with this policy. Our customer Support Team made an exception for you and attempted to work with you to resolve the issue. 
To Move foward, you may return the clutch for a prompt full refund in Store Credit. After this you may purchase another drive system suitable for your application. Normally, there would have been a 20% restocking Fee applied to your Refund. We are attempting to present a reasonalbe solution that we both can agree upon. Please submit a Return Request located in the customer Service sectoion of our website and we will issue you a Return Merchandise Authorization number.
Thank You,
[redacted]
GoKarts USA

Initial Business Response /* (1000, 5, 2015/10/19) */
To whom it may concern,
In regards to our customer [redacted], he purchased his product on April 7th 2014. He requested warranty coverage on his BMS Avenger 150 Mini UTV on February 23rdand September 7th. Each time he filled out a...

request, our customer service reps worked diligently to figure out exactly what the customer needs. Multiple customer services reps requested extended warranty coverage from the manufacturer. Unfortunately warranty coverage was denied. Now we still have the parts that he needs, they just won't be covered under warranty. We have the parts the customer needs! The customer can call and pay $180 in total and we can ship out the parts he needs!
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The timeframe for this claim is irrelevant considering there is a 24 month warranty on the item. There was a several month delay due to a sick family member who ended up passing [redacted] The managers on professional demeanor and this company's constant practice of dodging warranty claims while utilizing their statement of a 24 month warranty to increase sales is unethical and absolutely wrong. My claim still stands. There is a defect in my product in manufactured items and they are covered under the 24 month warranty that this company sold my product with. I have all the documentation that they required regarding mechanic set up, I have taken photos of the items in question, offered to send them in for inspection, and agreed to any other request made even if the manager was just doing it to try and convince me to pay the $180. This is a manufactures defect in and I expect that this company honor the manufactures warranty and take care of their customers by either removing their claim of a 24 month warranty or stop using shady business practices and act as they represent.
Final Business Response /* (4000, 9, 2015/10/28) */
We provide warranty coverage and decline warranty coverage on a daily basis. Most of the time, parts will be covered under warranty, but unfortunately in some rare occasions we also have to decline warranty coverage. We tried on multiple occasions to get you warranty coverage but unfortunately sir in the end it was declined. We have the parts you need, they just wont be covered under warranty. The price still remains the same at $180.
Best Regards
[redacted]
GoKarts USA
Final Consumer Response /* (4200, 11, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vehicle I purchased came with a 24 month warranty. It came with a defect from the manufacturer that was evident nearly immediately. To this day, it is still under warranty and this company refuses to honor what they promise upon the sale of the product. I do not accept their false statements regarding how they "provide or decline" warranty coverage on a daily basis. It takes little research on the Internet to determine that they make a practice of declining coverage. They continue to be unethical and I have absolutely wasted nearly $3000 on an item that broke right away with a 7 year old operating it.

This was an old ad that did not include shipping. it is now advertised with free shipping at a higher price